This is the introductory lesson of the ITIL Intermediate tutorial, which is part of the ITIL® Intermediate SS Certification Training. This tutorial will give you an overview of the course, its prerequisites, and the value it will offer to you.
The ITIL Intermediate Qualification: Service Strategy Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and strategy as documented in the ITIL Service Strategy publication.
Let’s understand the objectives of this tutorial in the next section.
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this tutorial:
Introduction to service strategy
Service strategy principles
Service strategy processes
Governance
Organizing for service strategy
Technology considerations
Implementing service strategy
Challenges, critical success factors, and risks
This qualification provides a complete overview of service strategy including all its related activities: how to design, develop, and implement service management not only as an organizational capability but also as a strategic asset.
Let us now look at the target audience in the next section.
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The main target candidate for the ITIL Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to:
Chief information officers (CIOs)
Chief technology officers (CTOs)
Managers
Supervisory staff
Team leaders
Service designers
IT architects
IT planners
IT consultants
IT audit managers
IT security managers
Apart from the candidates mentioned in the previous slide, the ITIL SS tutorial is also relevant for the following candidates:
ITSM trainers involved in the ongoing management, coordination, and integration of strategizing activities within the service lifecycle
Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
IT professionals working in roles associated with strategic planning, execution, and control within a service-based business model, seeking an understanding of the concepts, processes, functions, and activities involved in service strategy
Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Let us now look at the exam prerequisites for this tutorial in the next section.
To be eligible for the ITIL Intermediate Qualification: Service Strategy examination, candidates must have fulfilled the following requirements:
At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal approved training course/scheme
A basic IT literacy and around 2 years IT experience are highly desirable
Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications
It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Strategy publication in preparation for the examination, specifically Chapter 2: Service management as a practice.
In the next section, we will discuss Service Strategy exam format.
ITIL 2011 SS Exam consists of Eight (8) Multiple Choice Questions, which will be Scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distracter and achieves no marks.
The duration of the exam is 90 Minutes. As a Prerequisite, you need to have an ITIL 2011 Foundation Certificate OR ITIL V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL Accredited Training Provider. It is a supervised exam and closed book. You need to acquire a minimum Pass Score of 28 right answers out of 40 questions or score 70% in the exam.
Let us explore the lessons covered in ITIL SS Tutorial in the next section.
There are nine lessons covered in this tutorial. Take a look at the lesson names that are listed below.
Lesson No |
Chapter Name |
What You’ll Learn |
Lesson 1 |
In this chapter, you’ll be able to:
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Lesson 2 |
The objective of this lesson is to educate you on:
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Lesson 3 |
The topics in this lesson will help you to:
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Lesson 4 |
This lesson will help us to understand about:
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Lesson 5 |
Service Strategy, Governance, Architecture and ITSM Implementation Strategies |
This lesson will help us to:
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Lesson 6 |
This lesson will help us to learn about:
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Lesson 7 |
This lesson will help you to learn about:
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Lesson 8 |
This lesson will help us to learn about:
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Lesson 9 |
ITIL® Intermediate SS Challenges, Critical Success Factors and Risks Tutorial |
This learning lesson will help us to learn about:
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Curious about the ITIL Intermediate course? Watch our Course Preview for free!
With this, we come to an end about what this ITIL SS tutorial includes. In the next chapter, we will discuss the Introduction to Service Strategy Tutorial.
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